Taming the Beast: A Guide to SAP PP Support Tickets

Support tickets are an inevitable part of the process for any manufacturer or company relying on SAP for Production Planning (PP). While frustrating, a well-crafted ticket can be the difference between a halted production line and a smoothly running operation.

This blog dives into the world of SAP PP support tickets, equipping you to identify common issues, write compelling descriptions, and navigate the resolution process.

Understanding the Battleground: Common SAP PP Issues

• Production Order Blues: These tickets often deal with problems creating, confirming, or exploding Bill of Materials (BOMs) within production orders.
• Master Data Mismatches: Inconsistent or missing data in Material Master or Work Center records can lead to a flurry of tickets.
• Scheduling Snafus: Difficulties with production scheduling, capacity planning, or incorrect planned order visibility can cause significant headaches.

Crafting Your Weapon: How to Write Effective Tickets

• Be Clear and Concise: Clearly state the issue you’re facing. Don’t expect SAP support to decipher cryptic messages.
• Gather Evidence: Include screenshots, error messages, and relevant transaction codes to illustrate the problem.
• Version Matters: Specify your SAP version (e.g., S/4HANA 2023), as functionalities can differ.
• Search Before You Summon: Utilize the SAP Knowledge Base (SAP Notes and OSS notes) to see if there’s an existing solution.

Conquering the Quest: The Resolution Process

• Severity is Key: Prioritize tickets based on urgency. A critical production line stoppage warrants a high severity rating.
• Patience is a Virtue: Resolving complex issues can take time. Provide additional information as requested to collaborate with SAP support.
• Document the Victory: Document the solution for future reference once the issue is resolved. This will build your internal knowledge base.

Remember: By understanding common issues, crafting compelling descriptions, and navigating the resolution process, you can transform SAP PP support tickets from foes to allies, ensuring a smoother production flow.

Bonus Tip: Consider implementing preventative measures. User training and regular system health checks can help reduce the number of support tickets you need to raise.